DR

Customer experience

Customer Self-Service Portal

Flip the system around and see it as your client sees it — their jobs, their quotes, their certificates, on their phone.

Viewing as: Fenwick UtilitiesWhite-labelled

Inbound calls

-54%

-54%Since portal launch

Jobs logged in portal

68%

+9.4%Of all reactive jobs

Quote approval time

1.4 days

-61%Was 3.6 days

Customer CSAT

4.8 / 5

+0.3%412 responses

Live portal preview

Your client's branded app

Fenwick Utilities

Service Portal

JOB-5521

23 min

Fenwick HQ — Plant Room

Engineer en route

Engineer: Ravi Patel

JOB-5518

On site

Sheffield Works — Cold Store

In progress

Engineer: Jodie Fenn

JOB-5502

Yesterday

Leeds Depot — Loading Bay

Completed

Engineer: Marcus Hale

What happens on your side

Every portal action lands straight in the back office

  1. Customer logs a job

    Lands on the dispatch board, SLA clock starts, no phone call needed.

  2. Customer approves a quote

    Job auto-created, parts reserved, engineer scheduled and PO issued.

  3. Customer picks a slot

    Only shows genuinely available windows from the live rota.

  4. Customer messages the engineer

    Threaded against the job, with a full audit trail for disputes.

Portal adoption by client

Self-service usage in the last 30 days

  • Fenwick Utilities
    92%
  • Belmont Construction
    78%
  • Northgate Logistics
    64%
  • Harlow Facilities
    51%
  • Verity Care Homes
    28%

The commercial case

Clients who use the portal log 68% of their own jobs and approve quotes 61% faster. That is roughly 1.5 admin roles of effort removed — and a stickier contract, because your system becomes part of their daily routine.